Upfront plan support

We're moving you to our upfront plans

All your services that currently aren't on an upfront plan will move to our upfront plans. It means that your plan inclusions and payment method for these services will change.

Learn about your new upfront plans and payments.

What’s happening?

We're moving all services to our upfront plans. It means that you'll no longer receive a bill for any services and you'll now pay for all of your services upfront through AutoPay. AutoPay is a form of direct debit.

Which of my services will be affected?

You don't need to do anything as a part of this process. We've sent you an email to explain which of your services will move to upfront plans. You can learn more about the upfront plan inclusions and AutoPay below.

Upfront plan inclusions

Payments

The way you pay has changed

You’ll pay for your upfront services with a new payment method: AutoPay. It’s a form of direct debit and you'll no longer receive a bill.

With AutoPay, each month on your payment date, we’ll withdraw the monthly cost of your upfront service through your selected payment method: credit/debit card or bank account. This payment will cover you for the month ahead.

If you have device repayments, Telstra One Number, or Device Upgrade and Protect, they’ll be carried over to your new plan.

You can easily manage your AutoPay payment method, see upcoming charges, and download past payment receipts by using the My Telstra app.

Here’s how your monthly AutoPay payments will work:

  1. AutoPay reminder

  2. Your monthly plan payment

  3. AutoPay receipt in the My Telstra app

  4. Entertainment subscriptions payment

Why am I making multiple payments?

 

During the switch, you'll make multiple payments in the first month. Rest assured - this will only happen once and these payments are for different billing periods:

  • A payment to finalise your old plan for the billing period that has just passed.
  • Your first AutoPay payment on the new upfront plan for the month ahead.

Frequently asked questions

Learn more about upfront plans

Download the My Telstra app to help you manage your account and services. With the app, you can:

  • Check your plan details
  • Check your monthly usage
  • Pay your bill
  • View upcoming or past payments
  • Manage your payment method details
  • Get help with an issue.

You can change or cancel your services in the My Telstra app:

  1. Go to Services and choose your service;
  2. Select View or manage your plan;
  3. Follow the prompts to change your plan or cancel your plan.

Please note, if you’re paying off a device, any remaining payments will be charged as a lump sum when you cancel. You can find the cost of your device payout in the My Telstra app.

To turn MessageBank off, please follow the instructions below:

  1. Open the My Telstra app;
  2. Navigate to Services and select your service;
  3. Tap the three dots in the top right-hand side;
  4. Select Manage your MessageBank to make changes;
  5. Swipe the MessageBank toggle to off and then tap Update settings.

You can find more information about MessageBank on our support page.

Learn more about international calls

Your international calling plan inclusion has changed. Our upfront plans come with 30 minutes of standard calls from Australia to any standard overseas number. You’ll hear an in-call ‘beep’ when there’s 5 minutes and 2 minutes remaining. On reaching 0 minutes, the call will disconnect. Once exceeding 30 minutes, you can wait until inclusions reset at their payment date.

You can also buy an International Calling Pack to make additional calls from Australia to selected overseas destinations. Some destinations are not included in International Calling Packs on upfront plans.

Please note that if during the month you:

  • Increase your plan, your 30-minute allowance will be reset.
  • Decrease your plan, you can keep using your existing 30-minute allowance until it resets at the next monthly payment date.

Learn more about international roaming

International Roaming won't be included in your new plan, instead, you'll only be able to roam in selected destinations by purchasing and activating an International Roaming Day Pass. You can activate an International Roaming Day Pass in the My Telstra app. You'll be charged once you start to use your service in those eligible destinations. Find out the destinations you can roam in and where international roaming is unavailable.

When roaming, your usage notification will be sent to your service via SMS for mobile services and email for data service. You can manage your international roaming settings including how you would like to receive your roaming notification anytime in My Telstra.

Pay-as-you-go roaming is not available on upfront plans.

Learn more about payments

Currently, you can only make full payments through direct debit on your nominated AutoPay payment date.

We're working on future options that will provide greater payment flexibility.

The AutoPay payment will be made on the same day every month. If the payment fails, you'll get an email and SMS from us asking you to pay manually in My Telstra.

Your upfront plan price is a set amount paid upfront each month by AutoPay, so you’ll no longer receive a Telstra bill. You can view your digital receipt after the payment in the My Telstra app.

If you have any remaining payments or refunds:

  • you'll receive a refund cheque at your address in approximately four weeks on any applicable credits or refunds for more than $4.99 and up to $250. 
  • you'll need to contact us if your applicable credit or refund is less than $4.99 or more than $250.
  • you'll need to pay any outstanding roaming charges.
  • you'll need to stop any automatic flexible or recurring payments.

We don't accept BPAY as a payment method for upfront plans. Your payment will not be processed if you use BPAY to pay for your upfront plans and services.

Yes, you can extend the next payment date for an Upfront plan or service. To do this:

  1. Sign into the My Telstra app and go to Payments;
  2. Select Manage your payments;
  3. Select Having trouble paying;
  4. Select Payment extension.

You can only extend consecutive payments if you’ve paid the previous extension in full.

Please refer to the email we sent you for information about your discounts or credits.

Need help?

My Telstra app

View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.

Helping you when times are tough

Depending on your level of urgency, we have flexible options that can help keep you connected.

Message us

We're here and ready to help.